SLA

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SLA (Service Level Agreement)

·         SLA is a rule under process category.

·         SLA can be created and applied on an assignment or on a work object.

·         There are two Levels of/Types of SLAs available

1)      Assignment Level SLA

2)      WO Level SLA.

·         Assignment Level SLA: - When an SLA is applied on Assignment shape then it is said to be assignment level SLA. 

·         Here SLA is applicable only to one assignment on which we call it.

·         To apply SLA on an assignment, go to assignment Properties –> Service Level = SLA rule Name.

·         WO Level SLA: - When an SLA is applied on WO it is said to WO level SLA.

·         WO level SLA can be applied by assigning the Property pySLAName = “Name of SLA Rule”, which has to be set in pyDefault Data Transform

·         WO Level SLA will be applicable for all the assignments in the Work Flow.

·         SLA Defines three time intervals for a task to get completed also it defines the Urgency (Priory).

·         SLA Time intervals are

1)      Goal Time

2)      Deadline Time

3)      Passed Deadline Time.

·         Goal Time: - Goal time start calculating immediately once the assignment gets created on which we apply the SLA.

·         Deadline Time: - Goal time start calculating immediately once the assignment gets created on which we apply the SLA.

·         Passed Deadline Time: - It starts calculating from the time deadline is completed.

·         Urgency: - Urgency defines the priority of an assignments.

·         Urgency value ranges from 0-100 where 0 is minimum and 100 is maximum.

·         There are 5 types of Urgencies available.

1)      Default Urgency: - which can be assigned to the OOTB property pxUrgencyWorkClass in the pyDefault Data Transform.

2)      Initial Urgency: - Which can be defined in SLA rule Form.  Once the task is created Initial Urgency Value = Default Urgency + Initial Urgency.

3)      Goal Urgency: - Once the Goal Time is completed.

Urgency = Default Urgency + Initial Urgency + Goal Urgency.

4)      Deadline Urgency: - Once the Deadline Time is completed.

Urgency = Default Urgency + Initial Urgency + Goal Urgency + Deadline Urgency.

5)      Passed Deadline Urgency: - Once the Passed Deadline Time is completed.

Urgency = Default Urgency + Initial Urgency + Goal Urgency + Deadline Urgency + Passed Deadline Urgency.

Urgency calculation Example

Task Created At 7 AM

Default Urgency = 10    Initial Urgency = 5

Goal time = 1 Hr.     Goal Urgency = 15

Deadline Time = 2 hrs.     Deadline Urgency = 30

Passed Deadline Time = 1 hr.   Passed Deadline Urgency = 40

7 AM - > Once task is created Urgency = 10 + 5 = 15

8 AM - > Urgency = 10+5+15 = 30

9 AM - > Urgency = 10+5+15+30 = 60

10 AM - > Urgency = 10+5+15+30+40 = 100